Steak 'n Shake — Restaurant in Florence

YIKES! What has happened to Steak n Shake's customer service??? Everything is processed through a computer now, no waiters or waitresses. You put your order in a computer and they call your number when it's ready. I'm fine with that however it was like pulling teeth to get human service. One of our sauce packets was expired, so i went to the counter to get a replacement, only to have a woman come from the back, she called out the number of the order she was holding, placed the food down and walked away, totally ignoring me. She then sent a very kind man who didn't speak very good English to help. He brought back another expired sauce pack. I tried explaining that this too had an expired date but he did not understand. I ended up just waking away sauce-less. Also, i had a group of kids with me and the Restaurant had several games there for them to play. I asked for change and they told us they didn't give change... which makes it impossible to play any of these games unless you bring your own change. I'm hoping they all were just having a bad day at work ... I'll give it one more try. I'm only giving it 2 stars because the shake was fantastic... even though it wasn't ready until we were almost finished with our meal, the food was luke warm and disappointing, especially my fries!! I understand it's all computerized... but you still need to Greet people, help them when it's necessary, be kind, let them know you appreciate their business. I saw NONE of this except for the kind man that didn't speak English well. All in all...Pretty disappointed 😔

As to the reply below, Thank you for taking the time to reply. I will give your restaurant another chance. However, the description of the customer in your reply was not us. I was with a group of young girls Sun. and no one explained anything about the sauce packets expiration date being extended, to us. And again, the fact that you need to use computers now, did NOT bother me, however you still need to have some human interactions. And there was only ONE person in that building that EVEN tried to help (as mentioned in the original review). He...

The place has gone downhill! The service used to be good, but now you have to order at a kiosk (not user friendly!) I almost forgot to get a drink because you have to serve yourself your own drink, and in order to use the fountain machine you have to have a ticket to scan. (Almost didn't get a ticket because we didn't know about it and left the tickets at the kiosk.) When paying for the meals, they have the audacity to ask for a tip! You have to serve yourself! No one serves you! It is set up like a fast food restaurant! Nobody tips at fast food! I stood for 5 minutes just to get someone to wash a table! It took 10 minutes for the food to be ready and them to call our ticket out so we could go to the counter to get our food! (No table service! No tip!) All sauces are now at the counter, and you have to walk back and forth to get something. It's very inconvenient for people like me who are in a boot and have trouble walking. I can only imagine how a person in a wheelchair would feel trying to get service to the table. I wanted to get bacon on my sandwich, but there is no button that I could see to add it. (Again, kiosk is not user friendly!) I don't even know if you can get refills on drinks. There are no visible signs stating how to use anything there. I didn't even go to the bathroom out of fear that it probably was dirty since they didn't keep tables, seats, counters, and floor clean for customers coming in! Would not recommend going inside to eat. Use the drive thru! It was loud inside, and annoying hearing people call out names and numbers, interrupting the music! If I ever want Steak n Shake again, I will use the app and go thru the drive thru! And stop asking for tips. You are no longer a restaurant. you're a...

Went here less than an hour ago and it was horrible the only reason I rated it 2 stars was because are server was very nice. So we came in and someone was going to seat us. Well at first they couldn't find us a seat because there were 7 uncleaned tables. They did find us a table we waited about 5 minutes for a waiter when we did get a waiter I oderd for my drink a peanut butter chocolate reese's shake and my mom ordered a water. After 10 minutes of staying there and waiting for are drinks a dad and his son came in and got sat down they ordered there drinks 2 minutes later they got there drinks. They ordered 2 cokes. Then 8 minutes later are waiter gave us both water. 10 minutes went by and I was getting mad. Then 5 minutes later Terrence gave are food out. We then told her that I did not get my shake yet and here's what she said oh..... we are out of peanut butter then are waiter came by and went to check out what was going on Terrence then left not even apologizing and are waiter told is that I could get and flavor shake that I wanted and she would pay for it.that was incredibly nice of are waiter and I thank her a lot for that because I think they don't get paid a lot per hour and I don't know a bunch of people who would pay for someone else's food. The food was good my steak burger was good and the fries were my mom also liked her food. Then are waiter was being really nice when she realized what happened. But I think they should have tried harder than that if that's how they usually do every family I could see how its rated 3 stars overall. I think Terrence should have a talk from her boss about being more professional and actually care about...